For many small, medium and large businesses outsourcing a call center is an excellent way to generate sales and help current customers with tech support and customer support issues. While some larger companies have the money, time and resources to put in place their own call center, most smaller and mid sized businesses opt for a streamline approach to call centers and choose to outsource their call center needs. Here are some tips on how to outsource a call center.

If you are looking to outsource a call center, your business must first decide what they are trying to gain in the process. For instance, most businesses are looking for a low cost way to either sell their goods, support customers with technical problems or customer service issues. The reason most businesses choose to outsource call centers is usually due to the low cost and management in place that is far more affordable than it’s business spending lots of time, resources and labor creating their own call center from scratch.

Outsourcing a call center does take decision making and careful analysis on the business side, as well as consultation and solutions on the outsourcing side. For instance, before a business decides to contract a call center with an out sourcing firm, it must first look at its business needs and understand how the new service will either spur sales or enhance customer satisfaction, thus increasing customer retention and limiting customer churn.

Once a business knows what kinds of services it needs, a business usually requests bids from call center outsource services. Most of the time the bidding process removes lots of contractors that can not meet the businesses qualifications, labor requirements and technology requirements. From usually 2 or more bids, the business then makes a choice or further consults with call center outsourcing companies on bid price and solutions that they can offer.

Once a call center is chosen and contracted for services with a business, a deeper consultation takes place in which the business and the outsource work together to create a solution that either generates sales for products or services, gives customers support for billing or technical products.

It is up to the business to decide the amount of resources it is determined to give the outsourcing company in order to deliver results. For instance, a large computer company with only a handful of tech support specialists hired through a call center can do more harm than good. If you don’t’ have enough resources in place, your support services will lack credibility and customers will be turned off by your effort. Most call centers are created to give enough resources to call center outsourcing companies to do a job right, this includes having enough technical and labor resources in place, having a clear mandate, software application and technical abilities, having a labor force that can handle the volume of calls and that are well trained to handle tasks that they are given.

In addition, it is important that certain milestones are set up throughout the contract to make sure that customer satisfaction is high, that enough calls are being answered in a satisfactory manner or that enough sales are being generated.

Being able to determine if a call center is achieving results and accomplishing goals is usually the work of management using metrics such as customer surveys, retention and churn data and sales data.

There are dozens of call center outsourcing companies available, as a business seeking solutions; it is your job to contract with one of them that can deliver results you are looking for. While many businesses are always looking for rock bottom services, sometimes when it comes to lower bids or the most affordable services, you may be cutting costs too much for a service to provide you with resources that are well trained or technical equipment and support that fit the needs of real world business issues.

Since each call center outsource company does offer a different product, our best bet is to analyze your specific needs and then do plenty of research to find a match with a call center outsourcing company that can fulfill these needs.

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15 comments

Gus

9 November, 2017 at 3:02 pm

I currently have a a functional 70 agents call center and won’t mind to add more if required I can offer the best prices and top quality job English French Arabic and Spanish we offer a wide variety of different agents with stability and quality service outbound inbound and customer services with full IT and web support

When I initially commented I clicked the “Notify me when new comments are added” checkbox
and now each time a comment is added I get three e-mails with the same comment.
Is there any way you can remove people from that service?
Thanks!

zain

26 April, 2012 at 7:53 am

hi
this is RIFZ solutions Co from pakistan, working in this field from last 9 years, we are experineced on injuries CLAIMS and SALES/PURCHASE call center , so its an honour to work with you
hoiping to have early response from ur side
email: zain65@hotmail.com
thanks
zain

Isn Trading Enterprise

17 March, 2012 at 5:18 am

Please check if there is a need to use this facility in Kzn. Could create employment for 50 people. Just guide me in the right direction.

I am the owner of ISN Trading based in Durban, South Africa.Since I have a general trading cc, I currently do work and business in all aspects from stationery to plumbing to electrical. I currently have a fully equiped fifty seater call centre in Fenton House in Durban. It is a fully fledged call centre that is equipped with a predictive dialer , PC’s and telephone lines.

I am looking for a contract with A company to use this facility for future C campaigns and future promotions. I have attached a compaay profile and hoping that i meet your requirements

Omer

14 March, 2012 at 7:52 pm

We are a Claims Management Company CMC working on Personal Injury Claims UK It is an attractive outbound campaign ,doing very good business. We need call centers to work on this campaign so that we build an healthy business envinoment in future as well. We are offering good payout and provide fastest process , with updates in 1 to 24 hrs , complete payments weekly.We are looking forward for your reply and We assure fastest processing on leads.
Payout: 350 to 400 GBP per approved lead.

Marcelle Theus

6 August, 2010 at 7:13 pm

Hi I am the asst Manager at Clearcall Belize, location in Central Amercian, Belize City: we are looking for more business the would like to outsourcing their service. At this time are are a call center with 40 agents doing Diabetes campaign for a Company located in Florida.We have two partners who own their own business in computers, office printers..etc. Kindly check us out at clearcall.bz